Principal Customer Success Specialist - Gen AI, Customer Success Center Of Excellence

Principal Customer Success Specialist - Gen AI

AWS is seeking a Principal Customer Success Specialist - Gen AI to transform how organizations plan, execute, and operate their businesses through adoption of Amazon Quick and AWS's generative AI platform. This is a senior individual contributor role within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence, requiring a combination of executive-level strategic vision and practical credibility to help customers fundamentally reimagine their business processes using AI.

Amazon Quick is AWS's enterprise AI platform that enables organizations to transform how work gets done, from knowledge management and research to decision-making and operational workflows. This role focuses on helping customers move beyond AI experimentation to systematic business process reinvention at enterprise scale.

You will define the methodologies, frameworks, and repeatable models that shape how AWS and its customers approach AI-powered business planning, execution, and operation transformation. Your work will directly influence product roadmaps, partner ecosystems, and go-to-market strategies, creating lasting organizational and market impact across hundreds of enterprises globally.

Key Job Responsibilities

• Strategic Customer Transformation
• Design and lead comprehensive "business execution" transformation strategies for enterprise customers adopting Amazon Quick and AWS Gen AI services, addressing process redesign, organizational capabilities, change management, and value realization through integrated frameworks and executive alignment.
• Offering Development & Scaling
• Build repeatable transformation methodologies, maturity models, and assessment frameworks that enable AWS and partners to guide customers from AI experimentation to systematic business process reinvention at scale.
• Synthesize learnings from customer engagements into documented playbooks, best practices, and success patterns that inform AWS product roadmap and GTM strategy.
• Partner Ecosystem Enablement
• Co-develop transformation offerings with strategic consulting partners (GSIs, SIs, boutique AI consultancies) and support the partner-led organization as they create enablement programs, including training, certification, and delivery toolkits, that scale high-quality customer success delivery through the partner ecosystem.
• Customer Success Management
• Monitor customer transformation health and proactively address adoption barriers while driving measurable business value realization (productivity gains, cost reduction, decision quality improvement) through structured success planning and executive business reviews.
• Thought Leadership & Innovation
• Develop leading point-of-view content, maturity models, and best practices for AI-powered business execution transformation that establish AWS intellectual leadership.
• Influence Amazon Quick product roadmap through synthesized customer insights and represent AWS as a recognized expert at industry forums and executive events.

About the Team

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Mentorship & Career Growth

We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve.